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RMW's avatar
RMW
Joining in
1 month ago

Internet dropouts following digital phone install

I had my home phone switchover four days ago at 2pm (bear with me) and each day at that time the broadband gos down and reboots about 5-10mins later. It’s as though it’s installing the digital phone every day at the same time. I called the customer help line who simply told me to disconnect the line, reboot and start again. When I called on the digital line they could not hear me so used my EE mobile. Anyone else had strange experience re digital switch? 

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  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    1 month ago

    What has almost certainly happened is that the digital voice (VoIP) provisioning has failed and the system is attempting an automated scheduled reprovisioning at the same time every day. No amount of rebooting will help. Call VM again and request a manual voice reprovisioning.

  • RMW's avatar
    RMW
    Joining in
    1 month ago

    Excellent thanks, I will request as suggested. 

    • George_w's avatar
      George_w
      On our wavelength
      1 month ago

      Hi, just wondering if you had any success with this?

      • DocW's avatar
        DocW
        Tuning in
        1 month ago

        Hi, sorry for delay, I asked the customer service to do the reprovisioning and I may as well have asked them the meaning of life. An engineer visit was booked and I showed him the request, I may as well have asked him the same question! They were determined to replace the router but I persisted and kept my original one. I have to say I didn’t want the hassle of redoing all my connections especially the sky Q box which will only deal with the 2g bit of the WiFi. Anyway for reasons unknown it has resolved and I don’t lose the connection each afternoon. Again thanks for the help and interest and sorry I cannot really add to the bank of knowledge and experience here. 

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      1 month ago

      Hello RMW,

      Welcome back to the Community, and thanks for taking the time to post. I’m sorry to hear of the issues that you’re experiencing with your broadband after your phone line was installed. That indeed does sound strange and I would like to get to the bottom of this for you. I'd be happy to take a further look into this for you; however, I would need to confirm a few details via private message. Please look out for my message, and we can get started.
      Kind Regards,
      Steven_L